Job Description

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Are you an experienced Contact Centre Quality Manager?

We are looking for an experienced Quality Manager to undertake a new role at our in Cape Town.

WHY FOUNDEVERxe2x84xa2?

At Foundeverxe2x84xa2, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

WHAT YOUxe2x80x99LL BE DOING

As the Quality Manager your focus will be to oversee the Contact Centres Quality assurance programs.

You will establish the standards that govern customer interactions and implement the relevant monitoring programs that ensure continuous improvement and operations excellence is delivered for our clients.

You will also prepare and present regular QMS status, reports on internal business review meetings and also client facing meetings such as MBR, QBRs.

ABOUT YOU

It is essential that you are an experienced Quality Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.

It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients.

You will have excellent communication skills, both verbally and in writing and are able to confidently present.

KEY RESPONSIBILITIES:

• Define, recommend and implement the continuous improvement and quality strategy that will define performance across the site.
• Manage a team of Quality Analysts assessing and agreeing workloads to ensure that time is managed effectively and the correct volumes of interactions are monitored within an effective timeframe.
• Ensure that all clients onsite implement and maintain the relevant quality standards by regularly reviewing and auditing.
• Lead and drive quality projects to deliver service improvement, revenue improvement and cost reduction in line with project and business objectives.
• Utilise reporting and data to identify common themes and trends to are negatively impacting quality performance ensuring appropriate actions and plans are put in place to drive performance improvements.
• Collaborate with the training and operational management team to identify training needs in line with the trends identified through the quality monitoring process.
• Produce weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities.

YOUR PROFILE AND EXPERIENCE

Leadership: Exceptional leadership skills with ability to manage a quality assurance team.

Expertise: Minimum of 3 yearsxe2x80x99 experience in a Contact Centre Operations Quality Manager role.

Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.

Analysis: Ability to gather and analyse data, evidence and prepare reports, status updates.

Critical-Thinking: Effective problem-solving skills.

Employee Performance: Performance Management skills.

Knowledge: Demonstrated knowledge of quality and continuous improvements frameworks.

KEY POINTS

Salary: 35,000 xe2x80x93 37,875 ZAR per month (dependent on experience)

Benefits: Medical aid and pension

Location: Victoria & Alfred Waterfront, Cape Town

Contracted Hours: 40 hours per week

Working Hours: Core business hours

Contract Duration: Permanent

Apply Now! We look forward to reviewing your application.

Foundeverxe2x84xa2 is an equal opportunity employer. We value our diversity and wexe2x80x99re committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and wexe2x80x99ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundeverxe2x84xa2 and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

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